Do you ship internationally?

Yes, we ship worldwide! Wherever you are, your jewels can be delivered to you. Just note: shipping times + costs vary depending on your location, and customs/import fees might apply (see below).

 

How will I know when my order has shipped?

You’ll get a confirmation email when your order is on its way. If your in the UK, you'll get a tracking link too. For the rest of the world, you'll only be sent a tracking link if you chose tracked shipping — keep an eye on your inbox!

 

How can I care for my jewellery to ensure its longevity?

All of our jewellery is made with stainless steel and is waterproof, tarnish-free, and designed for everyday wear — but we still recommend following these care tips to keep everything looking its best:

• Avoid water, perfume, lotion + harsh chemicals when possible

• Store your pieces in a dry place (our canvas bags are perfect!)

• Gently wipe with a soft cloth after wearing

For our body jewellery, we use a mix of materials. Some pieces are 100% stainless steel and waterproof, while others include PVD-plated parts or other metals. These styles should be kept away from water and humidity to maintain their finish. Check the product description of each piece for full details ✨

 

What is your return/exchange policy?

 

Returns must be requested within 7 days of delivery, and sent back to us within 14 days to be eligible for a return. Please note that if this exceeds the timeframe, we are unable to offer you a return. We offer a full refund for returned items, excluding your delivery fee. A return handling fee of £1 per item will be deducted to cover our time + materials.

Once you have returned your item, please allow up to 7 days to process your refund once we have received it. Please be aware that customers are responsible for the cost of returns. We advise that you keep proof of postage until you receive your refund.

If something arrives faulty, email us with photos within 14 days and we’ll sort it out for you — refund or replacement.

 

Can I cancel or change my order?

Email us ASAP if you need to make changes. We process orders quickly so can’t always catch it in time, but we’ll do our best! Double check your address before ordering — we can’t change it once it’s shipped.

 

How do I track my order?

• UK Tracked 24 / Standard Delivery: You'll get a tracking link + delivery updates by email/text

• International Tracked: You’ll get a tracking number to follow your parcel

• International Standard: No tracking available on this option

 

How do I contact customer service?

Email us at hello@illusivejewels.com and we’ll get back to you within 1–2 business days. We don’t handle customer enquiries via DM, so please reach out by email for anything order related ✨

 

What payment methods do you accept?

We accept:

• Debit + Credit Cards

• Apple Pay + Google Pay

• Klarna + Clearpay (Buy now, pay later)

 

Is your jewellery safe for sensitive skin?

Yes! Our pieces are hypoallergenic, lead-free and nickel-free. We mainly use stainless steel + PVD plating, which are kind to sensitive skin. We also have titanium body jewellery. If you have known allergies to metals, or have any concerns, feel free to reach out via email ✨

 

Do you offer gift packaging?

Yes! You can add a gift box at checkout, or keep things cute with our branded canvas bags 💕

 

What if my jewellery arrives damaged?

Please email us within 14 days with photos if anything arrives damaged. We’ll get it sorted ASAP — your satisfaction is our priority.

 

Still got questions? Email us at contact@illusivejewels.com and we’ll help you out!